Intro to Incidents

Organize and resolve damage claims in one place. A simple, structured way to report, track, and manage vehicle damage claims.

What you'll need

• Available on the Bundle plan, or on a Custom plan that includes Incidents.
• Anyone at the location can log an incident and work it. Deleting one is for Admins and Super Admins.

What is Incidents?

A customer says the top brush cracked their mirror. Incidents is where that claim lives: who the customer is, what they were driving, where the damage is, and everything you've found since. Think of it as the paper claim folder you'd start at the counter—except it sits with the rest of your wash, and nobody has to go digging for it.

What you can do with Incidents

• Log a claim with customer, vehicle, and incident details on one form.
• Assign the claim to whoever is handling it.
• Attach notes, photos, video, and documents as the claim moves along.
• Track every claim through Under Review, In Progress, and Resolved or Denied.
• Email the incident details to your team or to anyone outside it.
• Enter a VIN and let WashUp fill in the vehicle's year, make, and model.

How Incidents works

Log the claim → Assign an owner → Add notes and photos → Resolve or deny

Example: a customer reports a scratched rear quarter panel after the wrap set. You log it while they're still on the lot, assign it to your manager, add photos and what the footage showed as a note, then set it Resolved once it's settled.

Every new incident starts as Under Review, and everyone at the location who's subscribed to incident notifications gets an email and a push notification. Incident statuses explained covers what each status means and what it sends.

Where to find Incidents

Select Incidents in the side menu. The list opens on All, with a tab for each status and a search box that matches customer name, phone, email, VIN, plate, make, and model. Each row shows Name, Vehicle, Incident Date & Time, and Status. Select New Incident to log one.

Roles and permissions

Get started with Incidents

1. Log an incident
2. Work an incident: status, assignee, notes, and photos
3. Email an incident to a customer

Common questions

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